CS: Representative, Customer Service I

The Level 1 Customer Service Agent is responsible for providing professional, knowledgeable, and solution-focused support to customers regarding Genie and Overhead Door residential garage door opener products and related services.

This role assists customers with product programming, installation guidance, operation, maintenance, troubleshooting, warranty, account, order, billing, and general product-related inquiries. Agents are responsible for accurately collecting and documenting customer and product information, following established call flows and procedures, processing orders when appropriate, and identifying opportunities to improve the customer experience.

The position requires strong customer service, communication, problem-solving, technical troubleshooting, attention to detail, and data-entry skills, as well as the ability to learn and apply product knowledge in a fast-paced contact center environment.

Essential Duties & Responsibilities

Customer Service & Technical Support

• Provide professional and knowledgeable customer service through telephone, email, chat, and other supported communication channels.
• Assist customers with Genie and Overhead Door residential garage door opener programming, installation guidance, operation, maintenance, troubleshooting, and product application or compatibility questions.
• Assist customers with basic questions related to residential garage door operation and the interaction between the garage door and garage door opener.
• Ask effective probing questions to accurately identify customer needs and determine appropriate solutions.
• Troubleshoot product and customer issues and provide clear, accurate instructions and explanations.
• Educate customers on the correct and cost-effective use of company products.
• De-escalate difficult or irate customer interactions and determine appropriate solutions to resolve concerns while maintaining a positive customer experience.
• Respond to customer inquiries and complaints regarding company products, services, policies, warranties, orders, and billing.
• Refer customers to dealers, other departments, or additional support resources when appropriate.
• Explain and consistently apply company policies, procedures, warranty guidelines, and other applicable processes.

Customer Accounts & Information

• Create and maintain customer accounts using established procedures.
• Accurately collect and verify customer information, including name, phone number, address, product model and serial information, purchase date, installation date, purchase location, and other information necessary to support the customer.
• Verify and document product and customer information to ensure accurate troubleshooting, warranty support, order processing, and account records.
• Follow established call flows, authentication procedures, and documentation requirements.
• Accurately document customer interactions, resolutions, product concerns, and other relevant information in company systems.

Orders & Sales Support

• Investigate and resolve customer order and billing inquiries.
• Process orders for applicable products, accessories, and parts, including remotes, keypads, and other replacement or installation-related components.
• Ensure orders are entered accurately and completely and follow established procedures to minimize order errors.
• Convert appropriate customer inquiries into Furnish and Install sales by educating customers on applicable product features and benefits.
• Educate customers on available products, accessories, and services based on their individual needs.
• Refer customers to dealers or appropriate sales/support resources when additional assistance is required.

Product Knowledge & Continuous Improvement

• Develop and maintain knowledge of Genie and Overhead Door residential garage door opener products, accessories, controls, and related products, as well as applicable competitor products.
• Maintain accurate documentation of recurring customer issues, product concerns, and trends.
• Identify recurring issues or trends based on customer interactions and communicate relevant findings to leadership.
• Provide feedback and recommendations regarding product improvements based on customer interactions and recurring issues.
• Support communication between Customer Service, Product Management, Quality, and other internal teams by providing accurate customer and product feedback.
• Participate in product, system, and process testing as requested and provide feedback regarding results.
• Access, utilize, and provide feedback to support the continued development and accuracy of the internal knowledge base.

Systems, Performance & Team Responsibilities

• Navigate multiple computer applications and systems while actively assisting customers.
• Participate in testing and troubleshooting with internal IT support and provide feedback regarding internal systems.
• Meet established department performance expectations and key performance indicators, which may include quality, productivity, average handle time, handle/answer rate, schedule adherence, order accuracy, customer experience, and other applicable measures.
• Follow established call flows, procedures, quality standards, and documentation requirements.
• Participate in required training, coaching, meetings, and development activities.
• Respond to communications and requests from leadership in a timely and professional manner.
• Work independently while also contributing effectively as part of a team.
• Maintain professional conduct and communication with customers, coworkers, leadership, and business partners.
• Perform other job-related duties and responsibilities as assigned by management.

Skills & Experience

• Previous customer service, contact center, technical support, retail, or related experience preferred.
• Strong verbal and written communication skills.
• Strong active listening, critical thinking, and problem-solving skills.
• Ability to troubleshoot and explain technical product information to customers with varying levels of technical knowledge.
• Ability to learn and retain product, system, policy, and procedural information.
• Comfortable learning and working with residential garage door opener systems and related components.
• Ability to navigate multiple computer applications and systems while assisting customers.
• Strong data-entry and attention-to-detail skills with the ability to accurately document customer and product information.
• Ability to accurately follow established call flows, procedures, and processes.
• Ability to manage multiple tasks while maintaining accuracy and attention to detail.
• Ability to de-escalate challenging customer interactions and remain professional under pressure.
• Strong organizational and time-management skills with the ability to establish priorities and work with limited supervision.
• Ability to work effectively both independently and as part of a team.
• Ability to receive, apply, and respond positively to coaching and feedback.
• Ability to maintain confidentiality when handling customer, payment, account, and other sensitive information.

Education

• High school diploma or GED preferred.
• Equivalent combination of education, training, and relevant experience may be considered.

Confidentiality & Data Security

• Maintain the confidentiality and security of customer, company, and employee information.
• Handle customer payment information, account information, personally identifiable information, and other sensitive data in accordance with company policies, procedures, and applicable security requirements.
• Follow established requirements related to customer authentication, payment processing, privacy, and information security.
• Use company systems, equipment, and information only for authorized business purposes.

Work Schedule & Location

• This is primarily an office-based contact center position.
• Employees may be eligible for hybrid or remote work based on business needs, individual performance, attendance, schedule adherence, ability to independently perform job responsibilities, and available equipment.
• Remote or hybrid work is not guaranteed and may be modified based on business needs, individual performance, equipment availability, or other applicable business requirements.
• Employees are required to report to the office for new-hire orientation, mandatory training, meetings, coaching, refresher training, and other required business activities.
• Work schedules may include weekdays, weekends, holidays, or other hours based on department business needs and assigned schedules.

Physical & Work Environment Requirements

• Work is primarily performed in a professional contact center/office environment.
• Ability to sit and work at a computer for extended periods.
• Ability to communicate effectively by telephone and use a computer, keyboard, mouse, headset, and other standard office equipment.
• During training and as needed for product support, employees may be required to handle, assemble, inspect, and demonstrate residential garage door opener units and related components.
• Employees may be required to handle and inspect powerheads, circuit boards, wiring, remotes, wall consoles, sensors, and other garage door opener components as part of product training and troubleshooting.
• Employees may be required to interact with or inspect the basic components of a residential garage door system to understand and troubleshoot the relationship between the garage door and opener.
• Ability to safely lift, move, position, and inspect product units and components as required for training and job responsibilities.
• Work may involve periods of sustained computer use, telephone communication, and customer interaction.
• Physical requirements are subject to reasonable accommodation.

Performance Expectations

Employees are expected to:

• Meet established department expectations for attendance and schedule adherence.
• Meet applicable quality, productivity, customer service, order accuracy, and other performance standards.
• Maintain proficiency in company products, systems, policies, and procedures.
• Follow established customer service, security, compliance, call flow, and operational procedures.
• Accurately document customer interactions and maintain the integrity of customer and product information.
• Participate fully in required training, coaching, meetings, and development activities.
• Maintain professional conduct and communication with customers, coworkers, leadership, and business partners.